ROLE AND RESPONSIBILITIES

1. Communicates with all existing customers by covering all channels, such as chatting, phone calls and others

2. Handles and solves all the customer issues including product and price inquiries, wrong processed orders, lost drivers, technical issues etc. 

3. Communicates with various NokNok parties such as the drivers to ensure a timely and correct delivery and the warehouse staff when there are any order issues. 

4. Handles filling in the incident reports for all the encountered customer issues  

5. Follows communication procedures, guidelines, and policies while maintaining a professional attitude towards customers 

6. Assists with the placement, modifications, and cancellation of orders with an attempt to persuade customers to reconsider cancellation

7. Portrays a caring and professional image of the business to the customers 

8. Records actionable insights and data for the business to ensure that the consumers’ voices are heard, and adjustments are made

9. Understands all operational processes such as the sales orders one, and coordinate with the operations team to maintain consistent customer satisfaction

10. Ensures that quality issues (e.g., quality deviation, OOS) and quality-related customer complaints are appropriately investigated and handled

11. Perform other duties as assigned 

EDUCATION REQUIREMENTS

Bachelor’s Degree in Business Administration, Marketing or equivalent

KNOWLEDGE, SKILLS& ABILITIES

1. English language, French is a must

2. Communication Skills 

3. Computer skills

4. Stress and Time Management Skills

5. Organizational skills 

6. Analytical Skills

7. Negotiation skills

8. Business ethics 

9. Problem-solver

10. Initiative taker 

11. Team player 

12. Emotional Intelligence

13. People oriented 

14. Confidentiality 

15. Patient

16. Phone etiquette

PHYSICAL EFFORT 

1. Sitting on the screen for long hours

2. Using the phone for long hours

3. Working during night shifts, weekends, and holidays

WORK ENVIRONMENT 

100% Office